Job Description
What This Job Entails The IT Support Analysts will help in resolving a variety of technical problems. Scope - Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions - Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members Your Roles And Responsibilities - Field incoming help requests from end users in a courteous manner. - Document all pertinent end user identification information, including name, department, contact information, and nature of problem. - Build rapport and elicit problem details from help desk customers. - Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician. - Apply diagnostic utilities to aid in troubleshooting. - Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. - Identify and learn appropriate software and hardware used and supported by the organization. - Install new PCs, both desktop and notebooks, for new and existing users, including hardware setup, software installs, wiring, and training. - Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position Required Qualifications/Skills - Associate's degree (A.A) or equivalent from two-year college or technical school and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience - Networks with senior internal and external personnel in own area of expertise - Demonstrates good judgment in selecting methods and techniques for obtaining solutions - Knowledge of basic computer hardware and software - Familiarity with desktop and server operating systems - Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills - Ability to conduct research into a wide range of computing issues as required - Ability to present ideas in a user-friendly manner - Analytical and problem solving abilities - Exceptional customer service orientation Preferred Qualifications - Knowledge of various operating systems and databases - Knowledge of various programming languages Physical Demand & Work Environment - Must have the ability to perform office-related tasks which may include prolonged sitting or standing - Must have the ability to move from place to place within an office environment - Must be able to use a computer - Must have the ability to communicate effectively - Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers